Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Three Reasons “Satisfied” Customers Aren’t Enough!

These days it seems like every business is poking and prodding its customers to try to get them to say how satisfied they were. Over the last month I tracked my own interactions with the companies I dealt with. Roughly two-thirds of the websites I spent any time on, and every one of the six…

Be Proactive: No Magic Required

Being “proactive” means taking the initiative with respect to pursuing your strategy or plan. It means getting in front of things. And for any customer-oriented business, being proactive should mean taking the initiative with respect to how the customer experience is rendered. It should mean anticipating the customer’s needs in advance, rather than simply responding…

3 Reasons Why “Customer Experience” is the Hottest Topic in Business Today

Lately, business leaders and senior managers around the globe have become consumed with understanding, managing, and improving the experiences they deliver to their customers. Never before has there been such a universal focus on how customers themselves experience the process of finding, buying and using the products and services they consume. And you can see…

You Too Can Now Invest Wisely, Using Artificial Intelligence

If you’ve ever interacted with any of the growing number of robo advisors such as Betterment, Charles Schwab, Wealthfront or Vanguard, then you’re familiar with how the automated question and answer onboarding session goes. How old are you? How much in savings and investments do you have? Are you more interested in growth or avoiding risk?…

Three Steps to Convert Loyal Customers into Enthusiastic Customer Advocates

Customer loyalty is not easy to achieve, especially in any kind of competitive business category. After all, imitation is the sincerest form of competition. Analysis shows that merely satisfying customers is not sufficient to generate loyalty, because the world is full of perfectly functional companies like yours that are every bit as capable of providing…

How to Define “Customer Equity” – The Right Way, Not the Wrong Way

For the last three weeks I’ve been in Hong Kong and Australia for a number of meetings and presentations. Several times in my conversations with business executives, the subject of “customer equity” has come up. Usually, it happens when somebody asks how they should think about the value to their business of being customer-centric, or…

How Likely Are You to Recommend NPS?

A decade after Fred Reichheld’s book The Ultimate Question, Net Promoter Score (NPS) has become quite a significant factor in many companies’ efforts to measure the satisfaction and sentiment of their customers. Reichheld’s initial claim that NPS can predict all manner of corporate success or failure has been largely debunked, but the metric nevertheless holds…

Open Letter to Employers: Time to Improve Your Workers’ Financial Lives!

Hourly workers are the lifeblood of your company. They are the ones who have the most direct conversations and interactions with your customers. They are the ones who run the machines that make, repair, and distribute your products. They’re the ones who fix the problems that impede your service, and apply the policies that make…

How to Get the Most Out of LinkedIn, Facebook, Twitter, and Other Networks

Networks of connected people have a certain type of structure, and this structure affects how you benefit from your own connections, either on LinkedIn or in any other context. More than 40 years ago, Mark Granovetter of Johns Hopkins University studied the diffusion of information through a social network and wrote a landmark paper that…

What Costco Knows About Customers and Everyone Else Ought to Learn

If there’s one central theme running through news stories and commentary about the business imperative at retailers and other “dirt world” companies these days, it has to do with cost reduction, automation, efficiency, and shareholder value. And the primary victims of this drive for efficiency are the hourly workers who find their pay squeezed and…